Requesting a replacement device

Additional information for Solar Power Professionals:

Important
If the Service Line has not approved the case for a replacement and the provided information is insufficient to conclude a diagnosis, the Service Line will ask for additional information to support the warranty claim.

Therefore, the information provided in step 2 below can help to speed up or slow down the warranty claim. We recommend that you first refer to available Knowledge articles and provide the associated troubleshooting/measurement results in the case.

If you are onsite and uncertain regarding the measurements required and/or articles, please call SMA for support.


Procedure

1. Log in to the Online Service Center.
2. Open the relevant case under Case Support and My SMA Cases.
   1. If the case is new, create a new case (see article Creating a case in the Online Service Center)
3. Scroll down to the OSC Request Replacement section at the bottom of the case.
4. Click [Next]. 

5. Enter the Event Error Code (or issue) and click [Next].

6. Enter the Serial Number of the affected device and click [Next].
   1. For STP60, SHP75, IM-10, IM-20, as well as TLX and FLX inverters, please use the last 10 digits from the serial number

7. Update the default shipping address and click [Next].

8. Confirm the summary and click [Next].

Once the request has been completed, you will see the following message.

 

1. Replacing the defective device (see article SMA Device Replacement Checklist)
2. Returning the defective device to SMA (see article Returning the defective device or Returning the defective device? (Australia only))
3. Requesting a Service Rebate (see article Requesting a SMA Service Rebate or Requesting a SMA Service Rebate (Australia only))